Technical Support Specialist, AP Classroom User Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $44k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The College Board

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1900

📚 Education

🤝 Non-profit

Education • Non-profit

The College Board is a mission-driven, not-for-profit organization dedicated to promoting excellence and equity in education. It connects students to college success and opportunity by supporting them in building essential skills for higher education and removing barriers to access. The College Board operates with a focus on respect, diversity, inclusion, and collaboration, with a diverse and dedicated team of professionals. Based in several locations across the United States, they strive to modernize operations and increase their digital footprint, supporting students and families nationwide.

📋 Description

• Review and triage incoming support requests from students, teachers, and school administrators in Salesforce • Review, update, and tag cases with issue descriptors and record interactions for accurate case management reporting • Maintain current knowledge of AP Classroom features and platform updates • Request additional information from customers when needed • Provide accurate and complete email responses, using templates when relevant • Investigate reported issues and concerns using customer information and platform knowledge • Provide resolutions or process bug and enhancement requests • Manage case statuses and follow up with customers on functional and technical issues • Communicate with Product team members through Slack regarding site-wide or larger issues • Create Jira tickets for bugs and enhancement requests when appropriate • Provide detailed escalation information to development teams • Monitor bugs and follow up with customers after resolution • Escalate course content inquiries to curriculum domain experts

🎯 Requirements

• Background in software customer support • Experience with online customer inquiries, including high-volume seasonal support demands and support case management processes • Experience using Salesforce for case management, case lists, reports, and email template creation/utilization • Strong written communication skills • Strong organizational skills and a process-oriented mindset • Ability to prioritize multiple competing support demands • Ability to track and communicate complex issues, manage case statuses by priority, and drive issues to resolution • Strong analytical thinking and structured problem-solving skills • Ability to investigate root causes and connect customer reports to platform knowledge • Ability to work independently with minimal oversight in a small team environment • Ability to quickly learn and navigate feature-rich applications and unfamiliar tools • Clear and concise written and verbal communication skills • Curiosity and enthusiasm for emerging technologies, including AI-driven solutions and new digital tools • Authorization to work in the United States

🏖️ Benefits

• Fully remote or hybrid option for employees living near College Board offices • Meaningful career and supportive team • Comprehensive compensation and benefits package • Location-adjusted salaries • Transparent compensation and benefits conversations throughout the hiring process